customer experience journey mapping – design thinking – artificial intelligence – robotic process automation – chatbots – innovation thinking – personalization – cloud – emotional connection – net promoter score – customer effort score – customer satisfaction – retail – ecommerce – social media – customer relationship management – automation – self care – process innovation – people – culture – employee experience – engagement – customer loyalty – mobility – omni channel – gamification – customer life cycle management – analytics – insights – big data – service excellence – user experience – transformation – digitization – live chat – connected generation – strategy – contact centres – technology – machine learning – cognitive learning – consumerism – customer centricity – customer service – human experience – strategy
- AGENDA Highlights (2-days)
Highlights
- Launch of CX Malaysia
- Presentation of “State of CX in Malaysia – CX Stars Top 100”; a CCAM & Twimbit research
- Global Thought-Leadership by Ron Kaufman, Shep Hyken, Simon Kriss and Scott Friedman
- COPC Global Best CX sharing
- Case study presentations and sharing by Malaysia Airlines, Telekom Malaysia, Pos Malaysia, DHL Express, LAZADA, RHB and CIMB
- Digital CX Marketplace with 20 world renowned technology brands.
* Dress Code : Business Casual

AM SESSION
7.30am – Registration opens with welcome breakfast & refreshments
Session starts at 9.00am
- Opening Remarks – Vig Sivalingam, CCAM President & Organizing-Chair of CX Summit
- Industry keynote from Malaysia Digital Economy Corporation (MDEC)
- Launch of CX Malaysia
- State Of CX In Malaysia – Manoj Menon, Twimbit
- Is GenAI for CX overhyped? – Tiew Chee Leong, NTT DATA
COFFEE BREAK
- Uplifting Customer Experience: The Next Chapter – Ron Kaufman, Global CX Leader
PM SESSION
- Customer Experience & Employee Experience Journey of Pos Malaysia – Charles Brewer, Pos Malaysia
- AI, CX & the Business of Tomorrow: Preparing for a Customer-Centric Future – Sanjay Gupta, NICE
- [PANEL 1] Malaysia’s Best turns a new chapter for CX – Moderated by Raj Chaudhuri
TEA BREAK
- Redefining CX for AI and growth – Malcolm Koh, Freshworks
- Surfing on the Shifting Sands – Dr. Shreekant Vijaykar, COPC Inc.
- Fostering Engagement and Well-being – Scott Friedman, International Speaker
AM SESSION
7.30am – Welcome breakfast & refreshments
Session starts at 8.45am
- Recap of Day 1
- Redefining customer-centricity : Delivering conversational experiences – Yie Hahn Hwong, Sprinklr
- AI Adoption – Where do we start? – Simon Kriss, International Speaker
- Elevating the Maxis Experience: A Journey to Customer Delight – Chong Chew May, Maxis Berhad
COFFEE BREAK
- Creating the “I’ll Be Back” Experience – Shep Hyken, Global CX Leader
- Learn how to prevent fraud & own your brand – Alvyn Cheang, Vonage & Brian Crowley, Radiant Comm
PM SESSION
- Forget about the AI Hype. Drive AI Business Outcomes, Now – Patrick Ong, VERINT
- Lifting off to a higher CX altitude – Emily Sheela Koshy, Malaysia Aviation Group
- Our Service Journey Evolution with Technology – Syarif Lee, LAZADA Group
COFFEE BREAK
- [PANEL 2] AI + x = Better CX’; Decoding X – Moderated by Andy Cranshaw
- Reimagine your Customer Experiences (CX) with AI-First Zoom Contact Center – Eric Loh, Zoom
- AI Enhanced CX: From Novelty to Necessity – Dang Tin Wai, Nubitel Technology
- Closing Remarks